Set a Routing Order to Fine–Tune How Chats Are Assigned to an Agent

Give your customers a better shot at reaching an agent by providing multiple agent and chat button options for chats to route to. Replace the assigned chat button with a list of user IDs and button IDs. The chat is routed to the first available user or button in the list.

Where: This change applies to Lightning Experience and Salesforce Classic in Professional, Enterprise, Unlimited, and Developer editions, using the Snap-ins code snippet version 5.0 and later.

How: Upgrade your code snippet to version 5.0. Use the embedded_svc.settings.fallbackRouting parameter to set an array of buttonId, userId, or userId_buttonId.